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REQUEST FOR PROPOSAL (RFP/UNRWA/CSSD/AK/35/2020)

Date: 25 November 2020

Subject: Request for Proposal No. RFP/UNRWA/CSSD/AK/35/2020- Hosting, Migration and Support

of UNRWA WEBSITE (https://www.unrwa.org).

The United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA) hereby

invites you to submit a bid to this Request for Proposal (RFP) for the above subject. Proposals are required

to be received by UNRWA no later than Wednesday 23 December 2020 at 2:00 PM (Amman Time) (the

Closing Time).

1. This RFP consists of this letter, the subsequent instructions and the following annexes:

Annex A: General Instructions on Proposal Submission

Annex B: Acknowledgement letter

Annex C: Terms of Reference

Annex D: Technical Evaluation Criteria

Annex E: Financial Proposal (Pricing Matrix)

Annex F: Performance Bond

Annex G: General conditions of contract

Annex H: Vendor Profile Form

Annex I: Draft Contract

Annex J: Instructions on UNGM Registration and Bid Submission through In-Tend

2. You are kindly requested to return the attached Annex B- Acknowledgement Letter, duly signed by an

authorized representative of your company via email [email protected] The letter should advise whether

your company intends to submit a proposal and if not, indicate the reason.

3. For clarifications regarding this RFP, please contact in writing the Procurement Section of the Central Support

Services Division, UNRWA Headquarters Amman through e-mail to [email protected] no later than

Wednesday 9th December 2020 at 2:00 PM (Amman Time). Please indicate the RFP reference number in

the subject line.

4. We look forward to your Proposal and thank you in advance for your interest in UNRWA procurement

opportunities.

Yann Kervinio

Chief, Central Support Services Division

mailto:[email protected]


kervinioy

Stamp

ANNEX A: GENERAL INSTRUCTIONS

GENERAL

1. UNRWA solicits Proposals in response to this RFP. Proposers must strictly adhere to all the requirements of

this RFP. No changes, substitutions or other alterations to the provisions stipulated in this RFP will be

accepted unless approved in writing by UNRWA. However, whilst fully complying with the RFP requirements,

Proposers are expected to propose solutions that may achieve a most cost-effective and value-for-money

approach to fulfilling the requirements of this RFP.

2. Submission of a Proposal shall be deemed to constitute an acknowledgement by the Proposer that all

obligations stipulated by this RFP will be met and unless specified otherwise, the Proposer has read,

understood and agreed to all the instructions provided in this RFP.

3. This RFP does not commit UNRWA to award a Contract or to issue a Purchase Order. Any Proposal

submitted will be regarded as a proposal by the Proposer and not as an acceptance by the Proposer of any

proposal by UNRWA.

4. The Proposer shall bear any and all costs and expenses related to the preparation and/or submission of the

Proposal, regardless of whether its Proposal was selected or not.

5. Unless otherwise stated in this RFP, all times indicated in this RFP are Amman time.

PROPOSAL SUBMISSION

6. Proposers are required to complete, sign and submit in the English language, the following documents:

a. Technical offer

b. Commercial Offer

7. The Proposals shall include information in sufficient scope and detail to allow the UNRWA to consider whether

your company has the necessary capability, experience, knowledge, expertise, licenses, financial strength

and the required capacity to perform the work specified at a high professional level, as well as any

attachments and/or appendices required hereunder.

8. This RFP has two envelopes: technical and the financial envelopes. Each envelope must have the related

documents. The technical envelope (proposal) is evaluated first and independently from the financial

envelope (proposal). Only proposals meeting the mandatory requirements and have scored minimum pass

score of the technical evaluation will be considered further for the next evaluation stage and their financial

envelope (proposal) will be opened. The financial envelope (proposal) for unsuccessful technical proposal

will remain unopened.

9. UNRWA will for this bid accept just the proposals submitted via its e-tendering system (In-TEND) by visiting

the web address www.ungm.org.

10. All proposals will be submitted through In-TEND. The Financial Proposal and the Technical Proposal must

be completely separated and each of them must be submitted in its own individual placeholder in the e-

tendering system, as appropriate. No Financial Proposal quotes or any related financial information should

appear in the Technical Proposal placeholder. Proposals which do not comply with these requirements

may be rejected.

!!!!! Please note that submissions by hand, fax, or email will not be accepted!!!!!

11. UNRWA does not assume any responsibility for any missing and/or illegible pages of Proposal, and this may

result in rejection of your proposal. Only submissions submitted as indicated herein can be accepted.

Submissions by any other means, or to any other address, will be rejected. Vendors who submit (a copy of)

http://www.ungm.org/

the Proposal directly to the Procurement Officer (by hand, fax, email or by any other means not described

above) will be disqualified.

CLOSING TIME

12. It is the responsibility of the Proposer to ensure that the offers containing the Proposal had been submitted

to the above mentioned address before the Closing Time. Proposals submitted after the Closing Time

will be rejected and therefore not considered or evaluated.

REQUEST FOR CLARIFICATIONS

13. For clarifications regarding this RFP, please contact in writing the Procurement Section of the Central Support

Services Division, UNRWA Headquarters Amman through e-mail to [email protected] no later than

Wednesday 9th December 2020 at 2:00 PM (Amman Time). Please indicate the RFP reference number in

the subject line. Alternatively, clarifications exclusively in writing, via the Correspondence tab in the e-

tendering module can be sent no later than Wednesday 9th December 2020 at 2:00 PM (Amman Time).

No communication, written or verbal, is allowed in connection with this RFP, with any UNRWA staff

members other than the Procurement Officers. Queries received after the above deadline may not be

considered.

14. In order to maintain transparency, all Proposers’ requests for clarifications and UNRWA responses will be

recorded and circulated to all Proposers, without indicating the source of the request.

BID VALIDITY

15. Your Proposal shall be irrevocable and remain valid for acceptance for at least a 120 days period,

commencing on the Closing Time. Offered price should be sales tax free

16. If deemed necessary by UNRWA, Proposers may be requested to extend the validity of their Proposals for

an additional period(s), in order to finalize the solicitation process. If the extension of the validity period is

accepted by a Proposer, the Proposer will not be permitted to otherwise modify or consequently withdraw its

Proposal.

17. Proposals shall be valid for at least the minimum number of days specified in the Request for Proposal from

the Closing date. In the event that a supplier is in a position to extend the validity of his proposal for a limited

period beyond the required minimum, this should be stated on the Bid Form. UNRWA reserves the right to

determine, at its sole discretion, the validity period in respect of Proposals which do not specify any such

maximum or minimum limitation.

SOLICITATION DOCUMENTS

18. Proposers are expected to examine all instructions, forms, specifications, terms and conditions, special

conditions contained within this solicitation document (the solicitation documents including the cover letter

with all annexes are to be signed and stamped by the bidders). Failure to comply with these documents shall

be at the bidder’s risk and may affect the evaluation of the bids, or may result in the rejection of the bid.

PAYMENT TERMS

19. The standard UNRWA terms of payment are 30 calendar days following satisfactory delivery of goods,

performance of services and submission of an invoice, whichever is later. Payment for any goods or services

by UNRWA shall not be deemed an acceptance of the goods or services. The provisions of Incoterms 2010

shall apply to any delivery terms specified in this RFP.

20. UNRWA's policy is to preclude advance payments or payment by Letters of Credit. Such provisions in a Bid

will be prejudicial to its evaluation by UNRWA.

CURRENCY


21. Selection of currency for price proposal is prerogative of the participant. Prices may be quoted in any currency

other than the US Dollar. However, for the purposes of commercial evaluation and comparison of all Financial

Proposals, the UNRWA will convert the currency quoted in the Financial Proposal to US Dollar, in accordance

with the prevailing UN Operational Rate of Exchange at the Closing Time.

22. The Contract/Purchase Order awarded to the selected Bidder, Bidder's invoices and UNRWA payments, will

be made in the currency as originally quoted by the Bidder in its Financial Bid.

PRICE

23. The offered price should be all inclusive. If Bidders’ price excludes certain fees and/or charges, bidders must

provide a detailed list of excluded fees, with a complete explanation of the nature of those fees. Unless

otherwise provided in this RFP, the contract shall be concluded on a Firm Fixed Price basis, and shall not be

subject to any adjustment, including the actual cost incurred by the Bidder in performing the contract or any

market price change.

PERFORMANCE BOND

24. Performance Bond: The successful bidder shall, at its own cost and expense, furnish to UNRWA a

performance bond in the form included in this RFP (Annex F), in a sum not less than 10% of the annual

contract price. The Performance Bond shall be valid for the entire period of the contract plus 40 days. The

performance bond shall be renewed on the same terms and conditions for further periods of time

corresponding to the duration of each renewal of the Contract, plus 40 days. The acceptance of submission

of the Performance Bond is a mandatory requirement.

LIQUIDATED DAMAGES.

25. N/A

WITHDRAWAL AND MODIFICATION OF PROPOSAL

26. Proposals may be modified or withdrawn at any time prior to the Closing Time. Modification and/or

any other complementary information shall be submitted with the RFP reference number to address stipulated

above before the Closing Time.

27. Proposal may not be modified or withdrawn after the Closing Time. If a Proposal is modified or withdrawn by

the Proposer after the Closing Time, UNRWA shall be entitled, without prejudices to any other remedies

available to UNRWA, to draw on the Bid Security, if required in this RFP. In addition, the Proposer’s

registration status as a UN vendor may be subject to review by the UN Vendor Review Committee and may

be grounds to suspend or remove the Proposer from the UNRWA vendor roster

REJECTION OF PROPOSAL

28. UNRWA reserves the right to reject a Proposal if it does not adhere to the RFP instructions.

SELECTION PROCESS

29. UNRWA reserves the right, at its sole discretion, to:

29.1 Award separate or multiple contracts for same or different elements covered by this RFP in

any combination it may deem appropriate, or only a portion of the requirements. If the

Proposal is submitted on an “all or none” basis, it should be clearly stated as such

29.2 Reject any or all Proposals received in response to this RFP and negotiate with any of the

Proposers in any manner deemed to be in the best interest of UNRWA

29.3 Add new considerations, information or requirements at any stage of the process.

30. In exceptional situations, UNRWA may cancel this RFP by a written notification to Bidders.

CONTRACT AWARD PUBLICATION.

31. UNRWA shall publish the contract award on UNRWA website: https://www.unrwa.org/procurement/tenders

SIGNING THE CONTRACT

32. UNRWA shall send to the successful bidder the contract which constitutes the notification of award. The

successful bidder shall sign, date the Contract and return it to UNRWA within max 05 days.

33. This RFP is subject to the UNRWA General Conditions of Contract (GCC). By submitting a Bid the Bidder

confirms that it has accessed, read, understood, agreed and accepted UNRWA’s GCC.

34. This RFP does not commit UNRWA to award a contract or to pay any costs incurred in the preparation or

submission of Proposals or costs incurred in making necessary studies for the preparation thereof, or to

procure or contract for services or goods. Any proposal submitted will be regarded as an offer made by the

Proposer and not as an acceptance by the Proposer of an offer made by UNRWA. No contractual relationship

will exist except pursuant to a written contract document signed a duly authorized official of UNRWA and by

the successful Bidder.

UNGM VENDORS REGISTRATION

35. Bidders must register with the United Nations Global Market (UNGM) at www.ungm.org prior to the award

at least at Level 1. Bidders who have already registered in the UNGM shall keep the information updated at

http://www.ungm.org.

SUPPLIER CODE OF CONDUCT

36. By submitting a Proposal, the Proposer confirms that it has accessed, read, understood and agrees to comply

with the UN Supplier Code of Conduct, which, amongst others, prohibits collusive bidding, anti-competitive

conduct, improper assistance and corrupt practices. Bidders should refer to the UN Supplier Code of Conduct

at:

www.unrwa.org/sites/default/files/un_supplier_code_of_conduct_dec_2017.pdf

COLLUSIVE BIDDING AND ANTI-COMPETITIVE CONDUCT

37. Proposers and their employees, officers, advisers, agent or subcontractors must not engage in any

collusive bidding or other anti-competitive conduct, or any other similar conduct, in relation to:

The preparation or submission of proposals,

The clarification of Proposals, and

The conduct and content of negotiations, including final contract negotiations, in

respect of this RFP or procurement process, or any other procurement process

being conducted by UNRWA in respect of any of its requirements.

For the purpose of this clause, collusive bidding, other anti-competitive conduct, or any other similar conduct

may include, among other things, the disclosure to, exchange or clarification with, any other Bidder, person

or entity, of information (in any form), whether or not such information is commercial information confidential

to UNRWA, any other Bidder, person or entity in order to alter the results of a solicitation exercise in such a

way that would lead to an outcome other than that which would have been obtained through a competitive

process.

In addition to any other remedies available to it, URNWA may, at its sole discretion, immediately reject any

bid submitted by a Bidder that, in UNRWA’s sole opinion, has engaged in any collusive bidding, other anti-

competitive conduct, or any other similar conduct with any other Bidder, person or entity in relation to the

preparation or lodgment of bids, whether in respect of this RFP or procurement process, or any other

procurement process being conducted by UNRWA in respect of any of its requirements.

https://www.unrwa.org/procurement/tenders



http://www.unrwa.org/sites/default/files/un_supplier_code_of_conduct_dec_2017.pdf

IMPROPER ASSISTANCE

38. Proposals that, in the sole opinion of UNRWA, have been compiled:

with the assistance of current or former employees of UNRWA, or current or former

contractors of UNRWA in violation of confidentiality obligations or by using information

not otherwise available to the general public or which would provide a non-competitive

benefit,

with the utilization of confidential and/or internal UNRWA information not made available

to the public or to the other Bidders,

in breach of an obligation of confidentiality to UNRWA, or

Contrary to these terms and conditions for submission of a bid, shall be excluded from

further consideration.

39. Without limiting the operation of the above clause, a Proposer must not, in the absence of prior written

approval from UNRWA, permit a person to contribute to, or participate in, any process relating to the

preparation of a Proposal or the procurement process, if the person:

at any time during the 6 months immediately preceding the date of issue of this RFP was

an official, agent, servant or employee of, or otherwise engaged by, UNRWA,

at any time during the 12 months immediately preceding the date of issue of this RFP

was an employee of UNRWA personally engaged, directly or indirectly, in the planning

or performance of the requirement, project or activity to which this RFP relates, or

at any time, was an employee of UNRWA involved, directly or indirectly, in the

preparation of this RFP including any earlier versions or the management of this

procurement process.

CORRUPT AND FRAUDULENT PRACTICES

40. UNRWA requires that all suppliers observe the highest standard of ethics during procurement and execution

of work. Pursuant to this policy, UNRWA defines the terms set forth as follows:

i. Corrupt practice means the offering, giving, receiving or soliciting of anything of value to influence the action of a public official in the procurement process or in the execution of a contract;

ii. Fraudulent practice means a misrepresentation of facts in order to influence a

procurement process or the execution of a contract to the detriment of the client, and includes collusive practice among suppliers (prior to or after bid submission) designed to establish bid prices at artificial non-competitive levels and to deprive the client of the benefits of free and open competition.

41. UNRWA will declare a supplier ineligible, either indefinitely or for a stated period of time, to be awarded a

UNRWA-financed contract/agreement if at any time it determines that the supplier has engaged in any

corrupt or fraudulent practices in competing for, or in executing a UNRWA-financed contract/agreement.

UNETHICAL BEHAVIOUR

42. UNRWA strictly enforces a policy of zero tolerance concerning unethical, unprofessional or fraudulent acts of

UNRWA suppliers. Accordingly, any registered company that is found to have undertaken unethical,

unprofessional or fraudulent activities, as defined above, will be suspended or forbidden to continue business

relations with UNRWA.

ZERO TOLERANCE POLICY ON GIFTS AND HOSPITALITY

43. UNRWA has adopted a zero tolerance policy on gifts and hospitality. In view of this, UNRWA personnel is

prohibited from accepting any gift, even of a nominal value, including drinks, meals, food products,

hospitality, calendars, stationery, transportation, recreational trips to sporting or cultural events, theme

parks or offers of holidays, or and any other forms of benefits. The supplier shall not offer any forms of

gifts, hospitality or benefits to UNRWA personnel.

44. Proposers may also visit the below mentioned link to obtain more information on UNRWA procurement policy:

https://www.unrwa.org/procurement/policy

CONFLICT OF INTEREST

45. A Proposer must not, and must ensure that its employees, officers, advisers, agents or subcontractors do

not, place themselves in a position that may, or does, give rise to an actual, potential or perceived conflict of

interest between the interests of UNRWA and the Proposer’s interests during the procurement process.

46. If during any stage of the procurement process or performance of any UNRWA contract a conflict of interest

arises, or appears likely to arise, the Proposer must notify UNRWA immediately in writing, setting out all

relevant details of the situation, including those cases in which the interests of the Proposer conflict with the

interests of UNRWA, or cases in which any UNRWA official, employee or person under contract with UNRWA

may have, or appear to have, an interest of any kind in the Proposer’s business or any kind of economic ties

with the Proposer. The Proposer must take steps as UNRWA may reasonably require to resolve or otherwise

deal with the conflict to the satisfaction of UNRWA.

GLOBAL COMPACT

47. UNRWA strongly encourages all vendors to UNRWA to participate in the Global Compact. You can find more

under www.unglobalcompact.org/participation/join/.

LOCAL TAXES

48. The successful bidder may be subject to local taxes (e.g., value added or sales tax, social charges or

income taxes on non-resident foreign personnel, duties, fees, levies, etc.) on amounts payable by

UNRWA under the contract with the bidder. The Client will state in the Data Sheet if the Consultant is

subject to payment of any local taxes. Any such tax amounts shall not be included in the Financial

Proposal as they will not be evaluated, but they will be discussed at contract negotiations, and applicable

amounts will be included in the Contract.

All UNRWA imports are exempted from customs and taxes up to zero limits, the contractor will be

furnished with an exemption letter (upon request) for all items consumed in the project, noting that the

contractors are not exempted from income tax.

https://www.unrwa.org/procurement/policy

http://www.unglobalcompact.org/participation/join/

ANNEX B: ACKNOWLEDGEMENT LETTER

IMPORTANT: Bidders are requested to return a completed copy of this acknowledgement letter

even if they do not intend to submit a bid for this tender.

SUBJECT: REQUEST FOR PROPOSAL (RFP/UNRWA/CSSD/AK/35/2020- Hosting, Migration and

Support of UNRWA WEBSITE - https://www.unrwa.org)

Dear Madam / Sir,

We the undersigned acknowledge receipt of your (RFP/UNRWA/CSSD/AK/35/2020- Hosting, Migration

and Support of UNRWA WEBSITE - https://www.unrwa.org) for the subject matter and hereby confirm

that:

( ) We intend

( ) We do not intend

To submit a bid to UNRWA Provision of Hosting, Migration and Support of UNRWA WEBSITE -

https://www.unrwa.org) by the deadline date of Wednesday 23 December 2020 at 2:00 PM Amman,

Jordan time.

Name & Title of Authorized Representative: ________________________________

Signature: __________________________________________________________

Company Name & Address: ___________________________________________

Telephone No.: _____________________________________________________

If you do not intend to submit a bid to UNRWA, please indicate the reason:

( ) We do not have the capacity to submit a bid at this time.

( ) We cannot meet the technical requirements for this ITB.

( ) We do not think we can make a competitive offer at this time.

( ) Others: Please specify _______________________________________________

Kindly return this acknowledgement via email to [email protected]

https://www.unrwa.org/

https://www.unrwa.org/


ANNEX C- TERMS OF REFERENCE

Terms of Reference

BACKGROUND

The United Nations General Assembly adopted resolution No. 302 (IV) on 8 December 1949 creating the

United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA) in response to

the plight of nearly three quarters of a million Palestinians who became refugees in the aftermath of the 1948

Arab-Israeli war. UNRWA’s current mandate expires on 30 June [2023].

UNRWA provides basic education, health services, relief and social services and microfinance and

microenterprise services and carries out infrastructure and camp improvement projects for more than [5.6]

million Palestine refugees in Jordan, Syria, Lebanon, the West Bank and Gaza Strip.

For more information about UNRWA’s operations, please visit the following website:

http://www.un.org/unrwa/english.html.

PURPOSE

UNRWA seeks a vendor to host and provide technical support for its website (https://www.unrwa.org),

relevant microsites and other possible online initiatives.

DURATION

UNRWA seeks to establish Long Term Agreements (LTA) with successful bidder/s for the Hosting, Migration

and Support of UNRWA WEBSITE for a period of three (3) years with possible extension for one (1) year +

one (1) year period.

CURRENT UNRWA WEBSITE

The contractor is responsible for providing UNRWA with website hosting and technical support services

including on-demand off-business as stipulated in the service level agreement (SLA).

PROPOSAL PREPARATION INSTRUCTIONS

Vendor’s Understanding of the RFP

In responding to this RFP, the vendor fully accepts the responsibility to understand the document in its

entirety, and in detail, including making any inquiries to UNRWA as necessary to gain such understanding.

UNRWA reserves the right to disqualify any vendor who demonstrates less than such understanding. Further,

UNRWA reserves the right to determine, at its sole discretion, whether the vendor has demonstrated such

understanding.

Method of Award

The evaluation of each response to this RFP will be based on its demonstrated competence, compliance,

format, and enterprise. The purpose of this RFP is to identify those suppliers that have the capability to supply

UNRWA with a Website Service as identified in the Scope of Work.

http://www.un.org/unrwa/english.html

I- SCOPE OF WORK

The Vendor will perform the following tasks:

1. Hosting, Migration and Integration

a. Within two weeks of contract commencement, provide UNRWA with a secure cloud hostedenvironment consisting of a dedicated server with a content management system (CMS) capable ofhosting the UNRWA website while providing a comprehensive search capability. The cloud hostedenvironment will include a staged server environment that includes development and testing separatefrom the main server dedicated to hosting the UNRWA website. The cloud hosted environment willbe remotely accessible to allow for remote content management. The cloud hosted environment willalso have an integration server that links to external providers the Application ProgrammingInterfaces (APIs) or other such agreed means.

b. Within two weeks of contract commencement and if required due to a change in contractedorganisation, migrate the existing Drupal content management system (CMS) site to the secure cloudhosted server of the new vendor.

c. Within three weeks of contract commencement and in line with point (b) above, provide siteintegration with any existing platforms such as website, google analytics, Customer RelationsManagement (CRM), payment gateways, email messaging systems and social media tracking, suchas: Facebook Pixel and Twitter tags.

2. Website Maintenance and Hosting Support

a. On a monthly basis or more frequently if security threats dictate; perform security health checks incooperation with UNRWA Information Management and Technology Department, browsercompatibility and package updates / enhancements on the site. This includes and is not limited tosoftware upgrades of the underlying operating system, the cloud administration environment,selected platforms content management system (the CMS) and its installed modules which includesselected platform Commerce.

b. On a monthly basis and in line with point (a) above; provide accessibility improvements in thecontent management and eCommerce functionality of the site.

c. On a daily basis, perform full site data, database, images (including video) and structure backups.

d. Every six months, perform a full disaster recovery exercise for the site and provide a written reportto UNRWA on the results of this exercise to be presented in the monthly meeting noted in point (g)below that immediately follows this exercise.

e. The cloud hosted environment will be constantly monitored on a 24x7 basis by the vendor andUNRWA will be informed of any incidents or problems by either: a call for service (ticket) being loggedin UNRWA’s service management system with the appropriate pre-agreed priority or an email andphone call to the responsible person at UNRWA

f. Within agreed response times, as per SLA (Service Level Agreement), of a call for service (ticket)being logged by UNRWA via email, web-ticket or from the UNRWA service management systemthe vendor will respond with an initial assessment and an estimated timeframe for resolution. Alltickets will be logged as critical in the vendor’s ticket tracking system. A ticket will be able to belogged 24x7 on the vendors ticket tracking system. The resolution timeframe shall not exceed thetarget resolution time.

g. On a monthly basis, the vendor will meet with UNRWA technical and management focal points todiscuss the site and its performance. Prior to the meeting the vendor will send a written SEO (SearchEngine optimisation) effectiveness assessment and a written summary of proactive performance,security and site audit recommendations. The vendor will also provide a written summary of howmany pre-paid support personnel hours were utilised in the previous month.

h. On an ad-hoc basis, the vendor provide advisory services, discuss the upcoming introduction of new

requirements, and make suggestions based on design updates.

i. On a quarterly basis, the vendor will provide support to modify, create, remove. Main site, Sub sites

and page contents.

j. At the completion of this contract, make available to any newly engaged vendor: the UNRWA website,backups, files and any documentation / configurations relating to both internal configuration andconnection with external parties.

II- SERVICE LEVEL AGREEMENT (SLA)

The Service Level Agreement (SLA) spans across all the components of the UNRWA website. The provider

shall confirm its compliance with the terms defined herein. Compliance against the SLA (Service Level

Agreement) is reported on a monthly basis.

The provider shall call for SLA (Service Level Agreement) review meetings on a quarterly basis. UNRWA

reserves the right to call for ad-hoc meetings as and when needed.

1) Support Coverage

The Vendor must indicate availability of project implementation capacity and availability of project and support

personnel between 0800 – 1700 Amman Time, irrespective of the time zone of their location.

Additionally, 24x7 support coverage is expected for critical tickets and proactive system monitoring.

2) Scheduled Maintenance

UNRWA acknowledges the vendor’s need to maintain the system. This will be referred to as “Scheduled

Maintenance”. The provider will provide a high level description of the tasks included in the Scheduled

Maintenance.

Scheduled Maintenance shall not constitute as a down time in respect of the SLA (Service Level Agreement)

calculations. It is however the provider’s responsibility to indicate clearly and timely the impact of Scheduled

Maintenance.

In all situations, provider shall notify UNRWA at least 24 hours and seek prior approval before start of the

planned maintenance.

3) Change Requests and EnhancementsBelow table indicates categorization of change requests and enhancement expected by the Agency.

Vendor is expected to provide estimated hourly rates for additional services.

Type of Change Request Description Support Coverage

Minor Change Requests Web site redesign, re-alignment or re-

development equaling less than 50% change to

web page, web site, web graphics on the

website. For example, changes to more than 2

graphics on a 5 graphics on website is

considered minor.

To be Included in

Baseline website

Maintenance and

Hosting Support

Major Change Requests Web site redesign, re-alignment or re-

development equaling more than 50% change to

web page, web site, web graphics on the

website.

CMS (content management system) design or

integration with 3-party sites.

To be billed once a

year when required

III- Incident and Fault Management

UNRWA will require robust and cost‐effective Incident Management processes. The vendor will be expected

to staff appropriately to manage incidents, and to implement a management system that ensures normal

operations will be restored as quickly as possible with the least possible impact on the business and end‐users. The vendor will be responsible for incident management activities, including:

Incident detection and recording;

Classification and initial support;

Investigation and diagnosis;

Resolution/escalation and recovery;

Incident closure; and

Incident ownership, monitoring, tracking and communication.

Corrective actions on the website for all technical defects and problems;

Support and management of interventions with third parties;

Resolving problems related to the Hosting environment;

Restore of the system as needed

Responsible for the testing, failover and restore processes.

All incidents/faults and responses shall be documented and provided to UNRWA in a report within 3 business

days of incident resolution. A summary of all incidents and final dispositions shall be included in the end of

month report.

The provider will provide UNRWA with full access to an industry grade incident management portal where all

Trouble Tickets (TT) are consigned and updated. Reason for Outage (RFO) reports will also be published on

this platform.

The proposed incident management platform should be compliant with ITIL V4.

It is compulsory that the provider’s Service Desk staff is fluent in English.

UNRWA will brief the successful provider in due course on its own incident management platform and Service

Desk procedures. The streamlining of the two platforms is an essential part in the overall Service

Management fault / incident management (incident, problem, change, etc.).

IV- Response Time & Mean Time to Restore

The vendor is expected to provide their standard SLA (Service Level Agreement) covering a matrix classifying the criticality factor of the incidents as a function of their impact on UNRWA operations and their urgency. This will determine the expected Mean Time to Restore (MTTR) for the system. Below tables of incident priority matrix is what is expected by the Agency.

Criticality Rating Description Time to Respond

Time to Resolve Time to Escalate

1 – Critical Critical system or service is down; little to no functionality; no workaround; many services affected; or many users affected.

within 30 minutes

4 hours to resolve

30 minutes

2 – High Functionality severely restricted; no workaround; or several users affected. within 1 hour

7.5 business hours (1 business day) to resolve

1 Hour

3 – Medium Basic functionality with some restrictions; workaround available; or one or more users affected.

within 4 hours 2 business days to resolve

After 4 hours without progress

4 – Low Minor problem; functionality unaffected; or cosmetic or an annoyance

same day (7.5 hours)

3 business days to resolve

After 1 business day without progress

V- ACCEPTANCE TESTSAfter stage implementations, the vendor will complete a series of User Acceptance Tests (UAT), that is

signed by the vendor’s representative and the representative of UNRWA. The completion of the UAT

indicates that the deliverable is in conformity with UNRWA expectations.

VI- KNOWLEDGE TRANSFER/TRAININGThe Vendor shall agree to perform comprehensive Knowledge Transfer (KT) to a succeeding third party

and/or UNRWA staff or consultants in the event one or more services of this SoW expire or are terminated,

to be completed no later than one month prior to contract end.

1. KT shall cover the services provided by the respective team(s) and targeted to the requisitetechnical or functional levels.

2. KT sessions shall be segmented by Service as well as functional area (as applicable).3. KT sessions shall be of sufficient content, quality and duration as to successfully communicate

the current state of the website to professionals of requisite knowledge and skills to provide thedesignated services.

4. The vendor shall provide the methodology to perform the knowledge transfer. It is preferable if thevendor provides a plan for how the knowledge transfer will be executed

VII- PROJECT PLANNING AND MANAGEMENTThe Vendor shall provide a complete and detailed Project Plan for successful and timely project

implementation in conformance with the expected timelines and deliverables indicated in the SOW. This

should include.

Project Schedule

Project Management Methods

Project Constraints, Risks & Contingencies

Project Reporting

Quality Management Method

Project Team Organization

VIII- VENDOR PROFILE AND EXPERIENCE

Background and Experience

UNRWA expects the provider to provide the following information and documents:

• Brief company history (one page).• Main Office and branch Offices.• Web site.• Current corporate structure.• Operational Structure (Project, design and support teams).

Vendor must have at least (5) years’ experience in the provision of similar Website Development,

Maintenance and Support Services.

IX- VENDOR TECHNICAL CAPABILITY

Vendor must demonstrate capability to perform website development, hosting and support tasks, not limited

to below.

1. Cloud Hosting on a dedicated server2. Advisory services3. Security enhancements4. backend / module development5. theming / front-end development6. Core & Modules Updates, including platforms Commerce (eCommerce)7. Introduction of new requirements8. Ongoing software upgrades9. Design updates10. Remote administration of website CMS (content management system) and eCommerce function11. Accessibility improvements in content management and eCommerce function12. Continuous Digital Delivery (Support personnel of 15 hours per month)13. SEO Effectiveness Assessment14. Performance, Security & Site Audit Proactive Recommendations15. Administration Area Enhancements16. Website Backups & Disaster Recovery17. Continuous Integration Services18. Rich & Faceted Site Search19. Integration with analytics systems including Google Analytics and placement of embedded tracking

information such as Facebook Pixel and Twitter tags20. Training of designated UNRWA staff on the platform to allow changes to be made on the site

Technical Skills of the Vendor Team

Vendor shall provide CVs of Project/Team Leader and key development/support team members with at least

2 years related work experience. Project manager should have experience in project management of similar

works and key team members should have qualifications and skills in Website design and development,

back-end/module development and front-end development.

X- REFERENCES

Vendor to provide minimum one (1) reference on recently completed or ongoing works similar to the works

described in the present TOR with the following information:

• Customer Name• High Level description of the Project• Date of Project (start & completion)• Full Contact information.

Vendor must provide the description of relevant projects including the duration. Projects on joint ventures

/Partnerships or subcontracting services are acceptable as long as they meet similar requirements.

UNRWA reserves the right to call or write to the advised customers to seek additional information on the

provider and/or its services.

Vendors must also provide samples or case studies of work performed in the past. This can be in the form of

links to websites/or demos that they have developed/hosted with emphasis on delivering complex information

architecture constructs, creating innovative and intuitive user experience and engagement, and delivering

high quality Graphic User Interfaces (GUIs).

XI- DOCUMENTATION

The selected provider will be expected to provide architecture and design, installation and maintenance

documentation covering but not limited to:

• Functional specifications• High-level architecture and design• Test Plan and Test Case Specification• Technical specifications, including a description of system architecture/design, all system

components, tools and technologies.• Frameworks and coding standards• End-user documentation (complete user manual)• Administrator's Manual (covering full details of systems operations, that is, operational tasks to

be conducted on the system including steps, frequency, etc.)

All documentation supplied shall be in the English language.

XII- FINANCIALS

All costs involved at any level or any time will be in United States Dollars (USD).

One Time ChargeThe vendor shall provide the One Time Cost (OTC) charges for the required services as per scope of

works.

The OTC shall include the following:

• Provisioning of Hosting Environment• Migration Services• Integration Services• Major enhancements (Maximum once a year)

Monthly Recurrent Costs (MRC)

The Monthly Recurrent Costs (MRC) are defined as the monthly remuneration due by UNRWA for the totality of the support services and any additional services included in the contract between UNRWA and the provider. The MRC are calculated per month and billed per quarter in arrears.

The MRC shall include the following:

• Website Maintenance and Support• Hosting Services• Any other services deemed chargeable by vendor.

XIII- REPORTING

The Vendor shall report to designated UNRWA staff within the External Relations and Communications Department (ERCD).

XIV- TECHNICAL PROPOSAL TEMPLATE

To standardize the format of the responses, minimize ambiguities, provide ease of reference, and for the

purposes of evaluation, Tenderer’s proposal SHOULD be structured as follows.

This document provides a template Vendors should use to respond to the TOR of this RFP so as to

standardize the format of the responses, minimize ambiguities, provide ease of reference, and for the

purposes of evaluation.

Note that the TOR and any or all responses that are provided by the Vendor in response to this RFP may

form the basis of any final contract between the parties.

Section I - Scope of Works

Please provide a statement of compliance with provision of services covering project management, hosting,

migration, provisioning, testing, commissioning and ongoing maintenance and support as stipulated in

Section (I.1 and I.2) of the TOR.

In addition, please provide:

1. Details of how these will be achieved.

2. Any vendor areas that are out of scope in your response.

3. Whether you see any issues with governing and delivering services within the defined areas of

responsibility.

Section II - Service Level Agreement (SLA)

The vendor shall confirm its compliance with the SLA (Service Level Agreement) terms defined in Section (II)

of the TOR. These should include

1. Frequency of SLA (Service Level Agreement) review meetings.

2. Support Coverage

3. Change Requests and Enhancements

4. Scheduled Maintenance

Section III -Incident and Fault Management

The vendor shall confirm its compliance with the following as required in Section (III) of the TOR

1. Proposed Incident and Fault Management procedure.

2. Provision to UNRWA, full access to an industry grade incident management portal where all

Trouble Tickets (TT) are consigned and updated including RFO reports.

3. Proposed incident management platform is compliant with ITIL V4.

The bids will include a detailed incident and fault management flow chart clearly indicating the processes

involved and the ownership of each of them, along the general lines provided above.

Section IV - Response Time & Mean Time to Restore

Vendor to provide required their standard SLA (Service Level Agreement) covering a matrix classifying the

criticality factor of the incidents as a function of their impact on UNRWA operations and their urgency as

requested in Section (IV) of the TOR.

Section V - Acceptance Tests

The vendor shall confirm its compliance to complete a series of User Acceptance Tests (UAT) after

implementation. Sample Template of test plan and use case should be provided. Refer to Section (V) of the

TOR.

Section VI - Knowledge Transfer/Training

The vendor shall confirm its compliance with the provision of proposed knowledge transfer to a succeeding

third party and/or UNRWA staff or consultants as per Section (VI) of the TOR

The vendor shall provide the methodology to perform the knowledge transfer. It is preferable if the vendor

provides a plan for how the knowledge transfer will be executed.

Section VII - Project Planning and Management

The Vendor shall provide a complete and detailed Project Plan for successful and timely project

implementation in conformance with the expected timelines and deliverables indicated in Section (VII) of the

TOR.

Section VIII - Vendor Profile and Experience

Vendor to provide information and documents specified in Section (VIII) of the TOR:

Vendor must provide evidence of having at least (5) years’ experience in the provision of similar Website

Development, Maintenance and Support Services.

Section IX - Vendor Technical Capability

Vendor to provide information that demonstrates capability to perform website development, hosting and

support tasks as listed in Section (IX) of the TOR.

Vendor shall provide CVs of Project/Team Leader and key development/support team members as required

in Section (IX) of the TOR.

Section X - References

Vendor to provide a minimum one (1) reference on recently completed or ongoing works similar to the works

described in Section (X) of the TOR:

Vendor to provide samples of related work performed in the past in the form of links to websites/or demos

that they have developed/hosted.

Section XI – Documentation

The vendor shall confirm its compliance to provide sufficient documentation as stipulated in Section (XI) of

the TOR and must be in English language.

Section XII- FINANCIALS

All costs involved at any level or any time will be in United States Dollars (USD).

One Time Charge

Monthly Recurrent Costs (MRC)

Section XIII- REPORTING

The Vendor shall report to designated UNRWA staff within the External Relations and Communications

Department (ERCD).

ANNEX D: TECHNICAL EVALUATION CRITERIA

Phase 1: Mandatory Requirements

Criteria Examples of Required supporting documents

1 Past Experience . Bidder must have at least 5 year experience in the provision of similar Website Development, Maintenance and Support Services.

•Provide samples or case studies of work performed in the past in theform of links to websites/or demos that they have developed/hosted withemphasis on delivering complex information architecture constructs,creating innovative and intuitive user experience and engagement, anddelivering high quality Graphic User Interfaces (GUIs).

2 Past Performance: Bidder must submit at least 1 reference letter from its past clients for similar services or related indicating that the vendor performed to expectations in the assigned tasks

Reference letters with the following information: • Customer Name• Summary of the Project• Date of Project (start & completion)• Full Contact information.•Rating of the Job Done

3

Qualification and experience of Technical Team Leader: The Technical Team leader who will oversee the project must have a University degree (of any level) in the field of computer science or computer engineering & should have qualifications and skills in Website design and development, back-end/module development and front-end development. The proposed technical Team leader must have minimum 2 years’ experience in a similar role or higher role in the organization.

CV and copies of Academic/ certification documents

4 Experience of project team members: The Bidder must propose a team of staff each with a minimum of 2 year professional experience in similar or related services.

CVs of team members to be provided by Bidder in their proposal and should contain evidence of work experience.

5

Acceptance to provide future software releases and updates to the solution: Bidder must confirm in writing that future software releases and updates to the solution are part of regular software maintenance and have no additional cost.

The vendor must confirm this item by filling, signing and stamping the form in Appendix 4

6 Acceptance of duration for implementation for Hosting, Migration and Integration within the time specified in Section I item 1 of TOR.


7 The vendor shall confirm the acceptance of the SLA requirements as indicated in the Section II of the TOR.


8 The Vendor must indicate availability of support personnel as indicated in section II, Item 1 of the TOR


9 Response Time & Mean Time to Restore: The vendor must confirm acceptance of the response time and mean time to restore as indicated in the Section IV of the TOR.


10 Acceptance to provide training: Bidder must confirm in writing that its company will perform comprehensive Knowledge Transfer (KT) as detailed in Section VI of the Terms of reference.


11 Fluency in English: it is a must that the Vendor's Project Manager and Service Desk staff is fluent in English.


12 Technical capacity of the vendor: The vendor must confirm the capacity to meet all the Mandatory Feature Requirements in Section IX of the Terms of reference.

The vendor must provide detailed information on the level of Compliance with the mandatory requirements in this Criteria by filling the form in Appendix 4

13 Acceptance of the terms of Reference. The vendor must confirm the TOR


Failure to comply with any of the above mentioned mandatory criteria will lead to the disqualification of vendor's proposal.

Phase 2: Points to scale (weighted Scoring) Methodology

1 Corporate Experience Examples of required supporting documents

1.1 Number of years of experience in the field of Website Development, Maintenance and Support Services

List of examples of projects with website reference of similar tasks/projects completed. Maximum points will be provided for 15 years and above of demonstrated experience

1.2 Number of Reference Letters (Recommendation letters) for provision of similar or related services.

Reference letter(s) must clearly indicate the name and full address of the recommending organization, contact persons with their names and titles, telephone contacts and email addresses. Maximum points will be given for 5 or more reference / recommendation letters. Each recommendation letter shall include same details as requested in the mandatory requirements

2 Personnel Experience

2.1 Technical Team Leader's work experience

CV of Technical team leader to be provided by Bidder in their proposal and should contain evidence of Experience as a project manager on projects of similar scope and complexity Maximum points will be given for an experience of 5 and above years experience as a project manager

2.2 Experience of project team members

CVs of team members to be provided by Bidder in their proposal and should contain evidence of work experience. Maximum points will granted for an average 5 and above years experience for the proposed team

3 Service Level Agreement (SLA)

3.1 Service Level Agreement (SLA) Bidders proposal shall indicate the frequency of SLA review meetings, Support Coverage, Change Requests and Enhancements. Maximum 10 points will be provided for each of the SLA deliverables

4 Incident and Fault Management Procedures

4.1 Incident and Fault Management Procedures

Bidders proposal shall indicate its compliance with Incident and Fault Management procedures and framework and the provision of incident management portal as indicated in Section III of TOR & per below items:

Accepts proposed Incident and Fault Management procedure

Provide UNRWA, full access to an industry grade incident management portal

Provide detailed incident and fault management flow chart

Equal points will be provided for each of the acceptance, accessibility flow chart

5 Knowledge Transfer

5.1 Knowledge Transfer

Bidder to confirm its compliance with the provision of proposed knowledge transfer as indicated in TOR Maximum will be provided to a vendor whose Knowledge Transfer is fully segmented and has sufficient content, quality and duration

Bidder's proposal should provide the methodology for knowledge transfer. Maximum points will be provided to the vendor whose Knowledge transfer plan is detailed and addresses how the knowledge transfer will be implemented

6 Project Planning and Management

6.1 Project Planning and Management

Bidder to provide a complete and detailed Project Plan for successful and timely project implementation in conformance with the expected timelines and deliverables indicated in the TOR Maximum points will pe provided to the vendor whose Project plan and Management is fully detailed and covers all the required elements

7 Responsiveness of bidder to the RFP

7.1 Quality of mapping of the Bidder's proposal to the Terms of Reference

The quality of the bidder's proposal assessed in alignment of their proposed solutions to the items outlined in TORs i.e. the requirements, deliverables, scope, etc. Maximum points will be awarded to the vendor whose proposal is fully detailed and demonstrates a holistic and comprehensive understanding of the project and its requirements, and has responded to fully to the requirements as outlined in the TORs

8 Quality of Bidder's Outputs from previous work

8.1

Proven track record in delivering complex information architecture constructs, innovative and intuitive user experience, and high quality Global User Interfaces (GUIs).

Bidders must also provide samples or case studies of work performed in the past. This can be in the form of links to websites/or demos that they have developed/hosted with emphasis on delivering complex information architecture constructs, creating innovative and intuitive user experience and engagement, and delivering high quality Graphic User Interfaces (GUIs). Maximum points will be awarded to the vendor whose past projects fully demonstrates detailed information and experience in delivering complex information architecture constructs, innovative and intuitive user experience, and high quality Global User Interfaces (GUIs).

TOTAL for technical score

Failure to score the minimum mark of 60% will lead to the disqualification of the proposal (ie. 120 pts out of 200)

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APPENDIX 1

By submitting this form, I confirm that I have ability for Provision of Hosting, Migration and Support of

UNRWA Website, and to undertake the duties and responsibilities described in the scope of

requirements.

Company Name: ------------------------------------------------------------------------------------------------

Name of Company Representative: -----------------------------------------------------------------------

Signature: --------------------------------------------------------------------------------------------------------

Date: --------------------------------------------------------------------------------------------------------------

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Annex E: Financial Proposal (Format and Pricing Matrix)

The format must include specific expenditures. [Date]

To: THE UNITED NATIONS RELIEF AND WORKS AGENCY FOR PALESTINE REFUGEES IN THE NEAR EAST (UNRWA) Attention: Chief Central Support Services Division, UNRWA Headquarters, Amman Industrial Street BayaderWadi El-Seer Amman 11814 Jordan

Ladies/Gentlemen:

We, the undersigned, offer for the provision of Hosting, Migration and Support of UNRWA WEBSITE.

In accordance with your Request for Proposal No. RFP/UNRWA/CSSD/AK/35/2020. Our attached Financial Proposal is for the sum of [Amount in words and figures].

Our Financial Proposal shall be binding upon us subject to the modifications resulting from contract negotiations, up to expiration of the validity period (120 days) of the Proposal.

We understand you are not bound to accept any Proposal you receive.

Yours sincerely,

Authorized Signature: Name and Title of Signatory: Name of Firm: Address:

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Price schedule 1- Covering the prices of the first year - One Time Charge (OTC).

No. Item Unit Cost Annual Cost

1

Hosting fees for the first year: provide UNRWA with a secure cloud hosted environment consisting of a dedicated server with a content management system (CMS) capable of hosting the UNRWA website while providing a comprehensive search capability.

Lump sum

2 Migration fees for the first year: Migrate the existing Drupal CMS site to the secure cloud hosted server of the new vendor.

Lump sum

3

Integration fees for the first year: Provide site integration with any existing platforms such as website, google analytics, CRM, payment gateways, email messaging systems and social media tracking, such as Facebook Pixel and Twitter tags.

Lump sum

4

Major enhancements (Maximum once a year on request): Web site redesign, re-alignment or re- development equaling more than 50% change to web page, web site, web graphics on the website. CMS design or integration with 3-party sites.

Lump sum

Total Cost for One Time Charge (1st Year) (A) 0

Price schedule 2: Covering the annual cost for the second, third, fourth, fifth years and

the grand total

No. Item Unit Cost Qty Rate Annual Cost 4 Years

1 Website Maintenance and Support

Monthly 12

2 Hosting Services Monthly

12

3 Major enhancements Yearly

1

Total Cost for Year 2 - 5 (A)

Grand Total for 5 Years (A+B)

Currency: ------------------

Notes:

UNRWA is tax exempted, please do not include taxes in your unit price.

The above prices must be all inclusive, no additional claims will be accepted.

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The Commercial Evaluation will be composed of two parts

1. Assessment of mandatory Requirements.

2. Comparison of Prices submitted by Vendors after arithmetical checks

Whereas the maximum technical score arising out of technical evaluation will be 60 marks out of 100, the

maximum score awarded arising out financial evaluation will be 40 marks out of 100. The lowest priced,

technically compliant bidder will be awarded the highest points during financial evaluation.

The maximum number of points allocated to the criterion is given to the lowest priced proposal. All other

financial offers receive points in inverse proportion, e.g. according to the following formula:

P = Y x U/Z,

P = Points for the financial offer being evaluated (=score);

Y = Maximum number of points for the criterion offer (40 Marks)

U = Price of the lowest priced proposal;

Z = Price of the proposal being evaluated

Vendors are supposed to check their Prices to ensure that there are no errors. In case the errors are

identified in any vendors financial offer, then the affected bidder will be requested to accept the corrected

offer, otherwise the vendors offer will be rejected.

MANDATORY REQUIREMENTS

Vendors are required to accept the following mandatory requirements by signing the forms in Appendices

2 and 3

a) Acceptance of UNRWA General Conditions of Contract for Services

b) Acceptance to provide the Performance Bond / First Demand Guarantee in case of award

Failure in any of the above mandatory requirements may result in rejection of the Vendors

Financial Proposal

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APPENDIX 2

ACCEPTANCE OF THE UNRWA GENERAL CONDITIONS OF CONTRACT

By submitting a tender, I confirm that I have accessed, read, and understood the UNRWA General

Conditions of Contract in Annex H and I confirm the acceptance by signing this form

Company Name: ------------------------------------------------------------------------------------------------


Signature: --------------------------------------------------------------------------------------------------------

Date: ---------------------------------------------------------------------------------------------------------------

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APPENDIX 3

ACCEPTANCE TO PROVIDE THE PERFORMANCE BOND

[Form of First Demand Guarantee]

We hereby confirm that we accept to provide the performance bond in the form, format and value

as stated in Annex F

Bidder (Company Name): _______________________________

Authorized Representative: _______________________________

Date: _______________________________

Signature: _______________________________

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APPENDIX 4

ACCEPTANCE OF THE MANDATORY REQUIRMENTS AS INDICATED IN ANNEX D

By filling & signing this appendix, I confirm that I have accessed, read, understood and will provide

services as indicated in the Terms of Reference in Annex C and I confirm acceptance by signing this

form:

Acceptance to provide future software releases and updates to the solution at no extra cost.

Confirm

☐

Do not Confirm

☐

Acceptance of duration for implementation for Hosting, Migration and Integration within the time specified in Section I item 1 of TOR.

Confirm

☐

Do not Confirm

☐

Acceptance of the SLA requirements as indicated in the Section II of the TOR.

Confirm

☐

Do not Confirm

☐

Availability of support personnel as indicated in section II, Item 1 of the TOR.

Available

☐

Not Available

☐

Acceptance of the Response Time and Mean Time to Restore as indicated in the Section IV of the TOR.

Confirm

☐

Do not Confirm

☐

Acceptance to provide training as indicated in the Section VI of the TOR.

Confirm

☐

Do not Confirm

☐

Vendor's Project Manager and Service Desk staff must be fluent in English.

Confirm

☐

Do not Confirm

☐

Technical capacity of the vendor as indicated in the Section IX of the TOR.

I have the capacity

☐

I do not have the capacity

☐

Acceptance of the terms of Reference. Confirm

☐

Do not Confirm

☐

Company Name: ------------------------------------------------------------------------------------------------


Signature: --------------------------------------------------------------------------------------------------------

Date: ---------------------------------------------------------------------------------------------------------------

Failure to comply with any of the above mentioned mandatory criteria will lead to the disqualification of

vendor's proposal.

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Annex F: Performance Bond

FORM OF PERFORMANCE BOND

[On the headed note paper of the Guarantor (Bank/Insurance Company)]

From:

[Name of the Bank/…………………………………………………………………]1

[Branch or Office] …………………………………………………………… [Address] …………………………………………………………………….. Fax No: [……………………………]

(the “Guarantor” ………………………………………..)

To:

United Nations Relief and Works Agency for Palestine Refugees in the Near East (UNRWA) UNRWA Headquarters (Amman)- building # 136 P.O.Box 140157 11814 Bayader Wadi Al-Seer Jordan Tel No: [06/ 5808401- 458] (the “Beneficiary” or “you”)

Date:………………………………….

Dear Sir/Madam

Re: Performance Bond in respect of [……………………………………………]’s performance obligation under the Contract [Ref no. …………………..……………………..] (the “Performance Bond”) [Performance Bond No. [ ]]

1. We, have been informed that [supplier……………………………………………………….] (the

“Principal”) has entered into a contract [full name of the contract

…………………………………………………………………..] dated ….........................., with you, the

Beneficiary, for the supply of [insert brief description of goods and

services…………………………………………………………………………………] (the “Contract”).

2. Further, we understand that, according to the conditions of the Contract, an on-demand

performance bond is required as a security for the performance of the Principal’s obligations under the

Contract.

3. At the request of the Principal and in consideration of you entering into the Contract with the

Principal, we [bank name …………………………………………………………………] hereby guarantee

to you that we shall, without proof and notwithstanding any contest or dispute by the Principal, pay you

in full, without any deductions, set-off or withholdings, any sum or sums not exceeding in total an

amount of JOD [insert the amount in figures……………………………..] ([insert the amount in

words………………………………………………………………………] Jordanian Dinar) (the “Bond

Amount”) claimed by you, upon, and in any event within 3 (three) days after, receipt by us of your first

written demand stating:

(a) that the Principal is in breach of his obligation(s) under the Contract; and

(b) the respect of which the Principal is in breach,

to the account specified in the said demand.

1 To be issued by a bank or an insurance company satisfactory to UNRWA.

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4. You may make any number of demands, but any case not later than expiry date, from time to

time, under this Performance Bond. The maximum aggregate liability hereunder shall not exceed the

Bond Amount.

5. Our obligations constituted by this Performance Bond is irrevocable and, except as stated

herein, unconditional and shall not be reduced, discharged or released for any reason, act, event or

omission.

6. This Performance Bond shall expire, the latest, on [[insert date] (the “Expiry Date”).

7. Any demand for payment must be received by us at this office on or before the Expiry Date.

8. We represent and warrant that we have the full power, authority and capacity to execute and

deliver this Performance Bond and to perform our obligations hereunder.

9. Any demand, notice or communication made to us under or in connection with this Performance

Bond shall be in writing and made to the address written above to the attention of: (a) [insert

attention/contact details…………………………………………….].

10. This Performance Bond shall be regulated by the Uniform Rules for Demand Guarantees,

International Chamber of Commerce (“ICC”) Publication No. 758.

11. We acknowledge that nothing hereunder or any document entered into in relation hereto shall

imply a waiver, express or implied, by UNRWA of any privileges or immunity enjoyed by you, or

acceptance of the jurisdiction of the courts of any country over disputes arising thereof.

Yours faithfully,

Signed by:…………………..

Name:……………………….

Title:…………………………

For and on behalf of [Name of the Bank]

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ANNEX G: GENERAL CONDITIONS OF CONTRACT FOR THE PROVISION OF SERVICES ONLY

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ANNEX H: Vendor Profile Form

Section 1: Company Details and General Information

1. Name of Company:

2. Street Address : 3. P.O. Box and Mailing Address:

Postal Code :

Country :

City :

Zip Code :

4. Tel: (+ ) ______________________ 5. Fax: (+ ) _____________________

6. Email: 7. WWW Address:

8. Contact Name and Title:

9. Parent Company (Full legal Name):

10. Subsidiaries, Associates and/or Overseas Representative(s) - (attach a List if necessary):

11. Type of Business (Mark one only)(Please attach the company organizational chart):

Individual: Partnership: Corporate/ Limited: Other (specify):

12. Nature of Business:

Manufacturer: Authorised Agent: Trader: Consulting Company: Other (specify):

13. Year Established: 14. Number of Full-time Employees:

15. Licence no. (Please attach a copy) /State where registered: 16. VAT No. /Tax I.D:

17. Technical Documents available in:

English French Spanish Arabic Other (specify)

18. Working Languages:

English French Spanish Arabic Other (specify)

Section 2: Financial Information

19. Annual Value of Total Sales for the last 3 Years:

Year ______: USD___________million Year ______: USD___________million Year ______: USD___________million

20. Annual Value of Export Sales for the last 3 Years:

Year ______: USD___________million Year ______: USD___________million Year ______: USD___________million

21. Account holder :Bank Name : Swift/BIC Address: Bank Address :

22. Bank Account Number : IBAN (Europe and Middle East): CHIPS (US Only) :

FED (US Only) : ABA (US Only) : BSB (Australia Only) :

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Any other details :

23. Please provide a copy of the company's most recent Annual or Audited Financial Report.

Section 3: Technical Capability and Information on Goods / Services Offered

24. Quality Assurance Certification (e.g. ISO 9000 or Equivalent) (please provide a Copy of your latest Certificate):

25. International Offices/Representation (Countries where the Company has local Offices/Representation):

26. For Goods only, do those offered for Supply conform to National/International Quality Standards? If yes which standard

Yes No

27. List below up to fifteen (15) of your Core Goods/Services offered:

UNSPSC Code UNSPSC Description (one Line for each Item) National/International Quality Standard to which Item conforms

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Section 4: Experience

28. Recent Contracts with the UN and/or other International Aid Organizations:

Organization: Value: Year: Goods/Services Supplied: Destination:

USD

USD

USD

USD

USD

29. To which Countries has your Company exported and/or managed Projects over the last 3 Years?

Section 5: Other

30. Does your Company have a written Statement of its Environmental Policy? (If yes, please attach a copy)

Yes No

31. Please list any Disputes your Company has been involved in with UN Organizations over the last 3 Years:

32. List any National or International Trade or Professional Organizations of which your Company is a Member.

33. Certification:I, the undersigned, hereby accept the basic UN General Conditions, a copy of which has been provided to me and warrantthat the information provided in this form is correct, and in the event of changes details will be provided as soon as

possible:

Name Functional Title

Signature Date

NOTE: Please be informed that a number of Procuring Entities of the UN system have decided not to do business with companies or any of their affiliates or subsidiaries, which engage in any practice inconsistent with the rights set forth in the convention on the Rights of the Child, regarding certain protection applicable to children performing work, or engage in the sale or manufacture of anti-personnel mines, or any significant component produced primarily for the operation thereof.

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INSTRUCTIONS FOR COMPLETION

The form should be typewritten in uppercase and completed clearly and accurately ensuring that all questions are answered. The numbers below correspond to item numbers on the registration form: 1. Full name of company.

2. Full street address.

3. Full mailing address (including P.O. Box, if any).

4. Telephone number, including correct country and area codes.

5. Fax number, including country and area codes.

6. Email address.

7. WWW Address.

8. Provide name of person (including title) or department to whom correspondence should be addressed.

9. Full legal name of parent company, if any.

10. Please provide, on a separate sheet if necessary, names and addresses of all subsidiaries, associates and overseas

representatives if any.

11. Please tick one box. If the last box is ticked, please specify.

12. Please tick one box. If the last box is ticked, please specify. If the company is a manufacturer of some products and a

trader/agent of others which they do not manufacture, both boxes should be ticked.

13. Indicate the year in which the organization was established under the name shown in Item 1.

14. Indicate the total number of full-time personnel in the company.

15. Provide the license number under which the company is registered, or the State where it is registered.

16. Provide the VAT number or Tax I.D. of the company.

17. Please tick the boxes for which languages the company is able to provide technical documents.

18. Please tick the boxes for which languages the company is able to work in.

19. Provide the total annual sales for the organization for the last 3 financial years in USD millions.

20. Provide the total export sales for the organization for the last 3 financial years in USD millions.

21. Provide the full name, address and SWIFT address of the bank used by the company.

22. Provide the company's bank account number and the account name.

23. Please provide a copy of your most recent annual report or audited financial report.

24. List any Quality Assurance Certificates (e.g. ISO 9000 series) that have been issued to your company and provide a copy of

the latest certificates.

25. List all countries where the company has local offices or representation.

26. Indicate whether the company's products conform to national/international standards. If yes please attach copies of the

certificates.

27. Please list up to 15 of the core goods/services offered. If available, provide the UNSPSC code (United Nations Standard

Products and Services Code) and describe them according to the UNSPSC description. For each item, list the

National/International Quality Standard to which it conforms.

28. Enter the name(s) of UN organizations which your company has dealt with recently. Provide the value and the year of the

contract, the goods/services supplied and the country of destination of each contract. If you have had more than 7 of such

contracts, please attach a separate sheet indicating the others. Documentary evidence of such contracts is required, e.g.

copies of purchase orders. Organizations in the UN system are: UN; UNCTAD; UNEP; UNCHS(Habitat); UNICEF; UNDP;

WFP; UNHCR; UNRWA; UNFPA; UNOPS; UNU; ILO; FAO; UNESCO; ICAO; WHO; WB; IMF; UPU; ITU; WMO; IMO; WTO;

WIPO; IAPSO; IFAD; UNIDO; IAEA; ITC; ECA; ECE; ECLAC; ESCAP; ESCWA.

29. List export markets, in particular, all developing countries to which your company has exported over the last 3 years.

30. The Earth Summit, held in Rio de Janeiro in 1992, emphasised the necessity to protect and renew the earth's limited

resources. Agenda 21 was adopted by 178 governments and lays an emphasis for the UN to exercise leadership, i.a. towards

promoting environmental sensitive procurement policies for goods and services. Please indicate whether your company has

a written statement of its Environmental Policy and, if so, please provide a copy.

31. List all disputes with UN organizations which your organization has been involved in over the last 3 years. If more space is

required, please use a separate sheet.

32. Provide details of all national and international trade or professional organizations to which your company belongs.

Please read the enclosed UN General Conditions carefully, as signature of the form signifies acceptance. The form should be

signed by the person completing it and their name and title should be typed, along with the date.

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ANNEX I – Draft Contract

SERVICE CONTRACT TEMPLATE This Service Contract is made this ___ day of _______ 2016, by and between the United Nations Relief and Works Agency for Palestine Refugees in the Near East (“UNRWA”) and [name] , [street address] [city] [country] (the “Contractor”). Background

[Description of project background]. The purpose of the present arrangement is to assure the provision of technical services to UNRWA in relation to [those project activities]. The Contractor, representing that it is fully qualified and has the necessary expertise and resources to effectively and efficiently provide the same, wishes to provide those services as set forth in, and in accordance with, the terms of this Service Contract.

NOW, THEREFORE, in consideration of the premises, the representations and obligations contained herein and other good and valuable consideration, the receipt and sufficiency of which are hereby acknowledged, the Parties agree as follows: 1. DEFINITIONS AND INTERPRETATION.

1.1 Defined Terms. In addition to terms elsewhere defined in this Service Contract, the following terms shall have the meanings provided for the purpose of this Service Contract:

1.1.1 “Delivery Schedule” means the schedule for the delivery of Services as set forth in attached Annex 3.

1.1.2 “General Conditions” mean UNRWA’s General Conditions of Contract for

Procurement of Services, attached as Annex 1. 1.1.3 “Party” means each of, and “Parties” means collectively, UNRWA and the

Contractor. 1.1.4 “Payment Schedule” means the schedule of payments, corresponding to the

delivery of Services, as set forth in attached Annex 3. 1.1.5 “Proposal” means the Contractor’s proposal dated ________ and attached as

Annex 4. 1.1.6 “Section” means the referenced section of this Service Contract.

1.1.7 “Services” means the services and deliverables described in the Terms of

Reference.

1.1.8 “Terms of Reference” or “ToR” means description of the Terms of Reference attached as Annex 2.

1.2 Interpretation. As used in the Service Contract: 1.2.1 The documents referred to below are intended to be mutually explanatory; provided, however, in case of ambiguity, discrepancy or inconsistency among them, the following order of priority shall apply except to the extent a term contained in a higher-listed document is specifically superseded by the express terms of a lower-listed document: 1.2.1.1 This Service Contract, but excluding the General Conditions, Terms of Reference and Proposal.

1.2.1.2 The Terms of Reference. 1.2.1.3 The General Conditions. 1.2.1.4 The Proposal. 1.2.2 The numbers and titles of the Sections are for reference only and shall not be deemed to modify or construe the contents of the Section. 1.2.3 Where applicable, reference to the singular includes the plural. 2. DURATION OF THIS AGREEMENT. The Service Contract shall be effective upon signing and shall end upon completion of the last obligation arising hereunder. 3. OBLIGATIONS OF THE CONTRACTOR. The Contractor, representing and warranting that all statements made in connection with its Proposal and as otherwise provided herein are true and correct in all material respects and do not fail to include any matter necessary to make the statements contained therein not misleading, covenants to deliver the Services, and provide all related personnel, materials and other support as may be necessary therefore, in accordance with this Service Contract. 3.1 In General. The Services shall be delivered in a professional and workmanlike manner in accordance with the terms and conditions of this Service Contract. Without limiting the generality of the foregoing –

3.1.1 The Contractor shall conduct its operations with due diligence and efficiency, in conformity with the highest industry standards for technical, financial, managerial and administrative practices, and in a manner that at all times protects the interests of UNRWA.

3.1.2 The Contractor shall at all times during the term of this Service Contract retain for

the purpose of delivering the Services all such staff possessing the technical and professional qualifications and competencies necessary to deliver the Services and perform the obligations of the Contractor under this Service Contract.

3.1.2.1 Notwithstanding the foregoing, the Contractor shall, upon 30 days’ notice from UNRWA, terminate in respect of the Services of any personnel determined to have performed unsatisfactorily or otherwise failed to conform to required standards of conduct as set forth in this Service Contract; provided, however, UNRWA may, notwithstanding the notice requirements of this Section, request the immediate termination of the services of any personnel, and limit the access thereof to UNRWA premises, in the event of a serious breach of the duties and obligations of such personnel and where such remedial action is reasonably determined by UNRWA to be required in the interest of the delivery of the Services.

3.1.2.2 All persons retained by the Contractor shall at all times be deemed the employees, agents, contractors or subcontractors of the Contractor and shall in no event be considered to be employees or agents of UNRWA or as having any of the privileges or immunities of the United Nations or its staff. 3.2 Delivery of Services. The Contractor shall deliver the Services as set forth in the ToR and the following:

3.2.1 The Contractor shall commence the Services not later than ________________ 201_.

3.2.2 The Contractor shall deliver the Services in accordance with the Delivery Schedule.

3.3 Use of UNRWA Resources. The Contractor shall utilize all funds, supplies and equipment provided by UNRWA in accordance with the following:

3.3.1 All equipment, non-expendable materials, supplies and other property furnished or

financed by UNRWA under the Service Contract shall remain the property of UNRWA and, unless otherwise agreed by the parties, shall be returned to UNRWA upon the completion of the Services, and -

3.3.1.1 The Contractor shall not cause or permit any lien, claim or other encumbrance to attach to any equipment, non-expendable materials, supplies and other property furnished or financed by or on behalf of UNRWA under the Service Contract.

3.3.1.2 The Contractor shall promptly report to UNRWA each loss, damage or theft of supplies, equipment, non-expendable materials and other property provided to the Contractor under the Service Contract by or for the benefit UNRWA.

3.3.1.3 The Contractor shall maintain, and shall promptly transfer to UNRWA immediately upon completion of the Service, complete and accurate records with respect to all funds, supplies and equipment received from or on behalf of UNRWA under the Service Contract.

3.3.2 Access to and use of UNRWA facilities and premises by the Contractor and its personnel and contractors shall at all times be subject to UNRWA’s rules and regulations relating to such use, including, but not limited to, those relating to security.

3.4 Records. In addition to all other reporting requirements elsewhere contained in the Service Contract:

3.4.1 The Contractor shall at all times and for a period of 3 years following the completion

of the Project maintain progress, financial and other statements, records and reports in respect of the delivery of the Service and this Service Contract.

3.4.2 Upon reasonable notice, all such records and documents maintained by the Contractor in connection with the delivery of the Services and of this Service Contract, including with respect to the administration and operations of the Contractor, shall be made available for inspection, review and copying by UNRWA or its designee.

3.5 Failure to Complete Services. If the Contractor fails to complete the services within the

time for delivery specified in this Service Contract, UNRWA may, in its sole discretion and without prejudice to its other remedies under this Service Contract, deduct from the contract price USD 100 for each calendar day of delay until actual delivery up to a maximum deduction of ten percent of the contract price.

4. OBLIGATIONS OF UNRWA. In connection with the delivery of the Services by the Contractor in accordance with the terms of the Service Contract:

4.1 Facilities. To facilitate and support the delivery of the Services by the Contractor, UNRWA shall, directly or on its behalf, provide in connection with the delivery of the Services:

4.1.1 Relevant financial, technical, statistical and operational data and other inputs necessary for the delivery of the Services.

4.1.2 Transportation and, in the event the need arises, otherwise facilitate the movement

of personnel within UNRWA’s areas of operation. 4.1.3 Access to UNRWA facilities consistent with requirements for the delivery of the

Services, including, as applicable, the issuance of UNRWA grounds passes.

4.1.4 Such measures (including but not limited to escort when travelling) as may be reasonably necessary to assure the personal security of the Contractor’s personnel and their property.

4.1.5 Such other services support as may be reasonably available in the UNRWA facilities at which the personnel of the Contractor are operating.

4.2 Payment. In full consideration for the delivery of the Services in accordance with the terms

of the Service Contract, UNRWA shall pay to the Contractor as set forth below: 4.2.1 UNRWA shall pay the Contractor the amount of JOD _______, in accordance with the Payment Schedule and this Section 4.2.

4.2.2 The Contractor shall submit to UNRWA an invoice corresponding to the Services delivered during the period represented by the invoice as set forth in the Delivery Schedule, including a certification by the Contractor that for the period of payment the Contractor has delivered the Services in accordance with this Service Contract, together with all such supporting documentation as may be required by UNRWA with respect thereto.

4.2.3 UNRWA shall, within 30 days following the receipt from the Contractor of each

invoice, pay the invoiced amounts subject to the following -

4.2.3.1 Each invoice shall be subject to certification by UNRWA of the delivery of Services associated with the invoice and the amounts contained in the invoices, and UNRWA may make corrections to the amounts set forth in the Contractor’s invoices and effect payment for the amounts so corrected and certified. 4.2.3.2 In the event of any dispute with respect to an invoice submitted by the Contractor, UNRWA shall notify the Contractor within 15 days following receipt of the invoice setting forth the basis for the dispute and the amount of the invoice subject to the dispute. 4.2.3.2.1 UNRWA and the Contractor shall consult in good faith to promptly resolve outstanding issues with respect to any such disputed invoice. 4.2.3.2.2 In cases of dispute regarding only a portion of a Contractor’s invoice, UNRWA shall pay the Contractor the amount of the undisputed portion within 30 days of the receipt thereof. 4.2.3.2.3 Once a dispute regarding an invoice or a portion thereof has been resolved, UNRWA shall pay the Contractor within 30 days following the resolution of such dispute. 4.2.4 Payments effected by UNRWA to the Contractor shall neither relieve the Contractor of its obligations under this Contract nor constitute acceptance by UNRWA of the Contractor’s performance of the Services.

4.2.5 UNRWA shall deposit the amounts payable to the Contractor in accordance with this Section by electronic transfer to:

Bank name: Bank Address: Account name: Account number: SWIFT Code: IBAN Code:

4.2.6 Except as otherwise expressly set forth in the Service Contract, the Contractor

shall bear all costs associated with the delivery of the Services, including but not limited to all income and

other taxes, all utilities and consumables, third-party licenses and costs of staff and contractors (including salaries, workers compensation, life, health and disability insurance, travel costs, allowances and other benefits to which they are entitled in accordance with the applicable terms of service with the Contractor and applicable law). 5. MISCELLANEOUS.

5.1 Waiver. No waiver, or waiver of any breach, of any provision of this Service Contract shall be deemed to be a waiver of any other provision or of any future breach of that provision.

5.2 Notice. Any required or permitted notice, consent or approval shall be effective only upon

delivery in writing by hand or by telefax transmission to the following address of the other or such other address as may be specified by similar notice – UNRWA: the Contractor: Name and Address Name and Address

5.3 Applicable Law. This Service Contract shall be governed by and construed in accordance with general principles of international commercial law. If any term, covenant, or condition of this Service Contract or the application thereof to any person or circumstance shall to any extent be determined to be invalid or unenforceable, the remainder of this Service Contract, or the application of such term, covenant or condition to persons or circumstances other than those as to which it is held invalid or unenforceable, shall not be affected thereby and each term, covenant, or condition of this Service Contract shall remain valid and be enforced to the fullest extent possible.

5.4 Counterparts. This Service Contract may be signed in one or more counterparts, each of

which shall be deemed to be an original. 5.5 Entire Agreement. This Service Contract and its annexes may be modified or amended only

upon the written agreement of the parties, and this Service Contract and its annexes, as amended, represent the entire agreement and understanding between the parties with respect to the subject matter hereof. IN WITNESS WHEREOF, the parties have signed this Service Contract on_________ 2016. United Nations Relief and Works Agency [Contractor] for Palestine Refugees in the Near East _________________________________ _________________________ [name] [name] [title] [title] Witness Witness _________________________________ _________________________ [name] [name] [title] [title] Annex 1: General Conditions Annex 2: Terms of Reference Annex 3: Delivery and Payment Schedule Annex 4: Proposal

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ANNEX J: INSTRUCTIONS ON UNGM REGISTRATION AND BID

SUBMISSION THROUGH IN-TEND

Instructions on how to register with UNRWA and access UNRWA tenders

UNRWA’s e-tendering system, In-tend is integrated with the United Nations Global Marketplace portal (www.ungm.org). Please find instructions on how to register your company and how to access the tender documentation. For further assistance, please contact UNGM at [email protected] or use the Help Button on the UNGM site.

STEP 1: CREATION OF YOUR UNGM ACCOUNT To access the tender documents, you need to be completed the registration process at Basic level and have a ‘Registered’ status with UNRWA on UNGM. Go to www.ungm.org and click on the ‘Register’ box.

Read the explanation about UNGM vendor registration process and click on the button ‘Continue to registration’.

Accept the UN Supplier Code of Conduct by ticking the corresponding box, introduce your company details and click on the ‘Continue to registration’ button.




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Complete your login details and click on the ‘Create login’ button.

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STEP 2: ACTIVATE YOUR UNGM ACCOUNT

Once you have created your UNGM account, please do not forget to activate it. Go to your personal email inbox, where you should have received an email from UNGM containing an activation link. Please activate your UNGM account by clicking on the activation link.

If you have not received the activation email, please check your Spam filter/inbox. Note that you can resend the activation email to yourself from your UNGM inbox. Review the 'Registration Process' link in the left hand side menu for further information and detailed instructions on how to proceed in order to complete your UNGM registration. In addition, please find below the link to the video guideline on how to successfully register your company on UNGM: https://www.ungm.org/Public/Video/View/3 IMPORTANT: We kindly remind you that the ‘Registration for UN staff’ process is meant for UN personnel only and does not apply to vendors.

STEP 3: LOG INTO YOUR UNGM ACCOUNT

In order to log into your UNGM account, please click on the ‘Log in’ link at the top right- hand corner of the page. You will need to use your username which is the email address you registered with and your password.

If you do not remember your password, please use the ‘forgotten password’ functionality.

STEP 4: COMPLETE YOUR VENDOR REGISTRATION FORM IN UNGM From the ‘Registration’ link in the left-hand menu, you can complete your registration form. It only takes about 5-8 minutes to complete your Basic registration. Please note that some tabs appear in red and others in green. The red tabs mean that you are missing information. The asterisk (*) indicates information that is required and you will not be able to submit the registration without this information.

Please do not forget to submit your completed registration to the UN organizations matching your company’s profile. Please verify that UNRWA is part of the list of UN organizations which match your company’s profile in the ‘UN organizations’ tab. STEP 5: CHECK YOUR STATUSES AND UNGM NUMBER IN THE DASHBOARD

If you have completed your basic level registration in the past, please ensure that your basic registration with UNRWA is complete. You can either check this information from your Dashboard (for instance your registration status is Registration/Vendor to Update) or directly in your registration. If not, please update/modify the information requested by the UNGM system before proceeding.

STEP 1: SEARCH FOR TENDER NOTICES ISSUED BY UNRWA

From the UNGM homepage, click on the ‘Business Opportunities’ box or click on the ‘Tender notices’ link in the left-hand menu. Click on the ‘show more criteria’ button on the upper right side.

In the ‘UN organizations’ field, please type UNRWA. The system will automatically show all the active tender notices issued by UNRWA.

On the side of each tender notice, you will find a green button with either ‘Express interest’ (if this is the first time you view the notice) or ‘View documents’. In case of first access, click on ‘Express interest’ to notify UNRWA that you are interested in participating in this tender. After a few seconds, the button will change in a green button ‘View documents’. Click on this ‘View Documents’ button (on the left side) to gain access to the tender documents.

STEP 2: TENDER MANAGEMENT

You will be transferred from the UNGM portal to the UNRWA e-tendering system. The following ‘Tender Management’ screen should appear.

IMPORTANT: If it does not show the Tenders screen, please inform immediately UNRWA at [email protected].

http://www.ungm.org/Public/Video/View/3



You are now in the UNRWA e-tendering system. Under this area you will find several menu tabs:

- Tender: General information about this tender- RFP documents: IMPORTANT, here is the deadline plus all the documents of the tender

process (RFP or ITB). In the same area, you have the placeholders for uploading yourproposal and all your documents.

- Correspondence: an area where you can write email and receive answers from UNRWA.- Clarifications: an area for reading the clarifications issued by UNRWA and made available

to all bidders. Please ensure to read all the clarifications as they becomepart of the specifications.

- History: a log of past activities related to this tenderFrom this point onward, we think that the system is more intuitive and you will be able tonavigate without major difficulties. But if you have questions, please contact us using theCORRESPONDENCE function of the e-tendering system or via email [email protected].

STEP 3: ACCESS THE TENDER AT A LATER STAGE

There is a short-cut to the tender notices. After the login in UNGM, you can select the Menu option ‘My tenders/contracts’ in the left-hand menu. You can also click on the ‘View document’ button next to the notices or click on the UNRWA link under ‘My tenders/contracts’ in order to access the UNRWA e-tendering system and see the details of the tender notice and its documents.

STEP 4: DOWNLOAD THE TENDER DOCUMENTS

In the ‘Tender Management’ page, please select the ‘RFP documents’ menu tab, scroll down until the section ‘Tender documents received’ and download all documents.

STEP 5: ATTACH AND SUBMIT DOCUMENTS If any mandatory documents have been requested, they will be shown in the ‘My tender return’ section against a red button. You will need to attach them using the ‘Attach Documents’ button within the ‘My Tender Return’ section to the bottom of this screen. If a Questionnaire is required to be completed, it will be shown in Red and marked ‘Not Started’ in the ‘My Tender Return’ section. It is mandatory that any Questionnaire‘s must be completed. To attach additional documents you wish to submit as part of your tender return, click the ‘Attach Documents’ button under the ‘My Tender Return’ section (if available). These will then appear in the ‘My Tender Return’ section. NOTE : Large files may take some time to upload. We advise you to keep the files under 5MB. IMPORTANT : When you have completed all the above steps and are ready to submit your tender return, click the red ‘Submit Return’ at the bottom of this page.

The Tender Alert Service is an added service for vendors who would like to be notified of relevant tender notices via email. With the Tender Alert Service, you can receive notification of relevant business opportunities that match your company's products and/or services directly to your email address.

This service is provided at a fee of USD250 per year. You can also access tenders free of charge under Tender Notices.

If you need Help at any stage of the process, you can contact via the ‘Help’ functionality on the UNGM website. We aim to respond to all queries within 48 hours. Please note that you can categorize your query, which enable us to treat it more efficiently.

If you urgently need assistance, you are also welcome to contact us at [email protected] for urgent assistance.

